Call Center Trainer

Job description / Role

• Conduct new hire foundation training and induction
• Conduct new hire product and process trainings
• Provide full support to new employees during Nesting period
• Provide regular feedback to superior on trainees’ knowledge, attitude and overall fitment to the team;
• Conduct assessments and provide scores and feedback to both consultants and management
• Coordinate and conduct refresher trainings and regular process updates
• Perform training need analysis with the QA team and conduct training based on the findings
• Coordinate with the operations team and discuss training requirements
• Track training effectiveness
• Responsible for the day-to-day accountability of training
• Responsible for aggregating data in order to identify knowledge gaps within the team
• Help in the feedback of quality results and translating back to the client concerns and potential updates on the day-to-day activity/processes
• Monitor calls/emails and use the findings to regularly enhance the training modules
• Prepare and publish product/process documents
• Coordinate and maintain the Lab facilities and systems
• Analyze calls/emails and provide the most effective guidelines for the issues
• Spend at least 20% of the work time in the consultant role keeping up to date with the product, processes and policy updates
• Communicating the results of the trainings to the client, with superior awareness and/or approval
• Updating the training materials
• Responsible for communicating any knowledge updates to the team
• Communicating the need of training updates, changes or training gaps to the client in the event that training resources exist or are being developed in tandem, with superior awareness and/or approval
• Participate in weekly calls, presenting the activities of the training team, when there is no training
• Active communication with the HR team
• Active communication with the Quality team
• Complete all given tasks within the time specified
• Adhere to the rules and regulations of the company
• Adhere to the non disclosure agreement

Requirements

• University degree
• Minimum 2 years’ experience in training field
• Developing and delivering training material is a must
• Very good computer literacy is compulsory ( MS Word, MS Excel, MS PowerPoint, excellent knowledge of Internet)
• Very good knowledge of English
• Excellent communication skills
• Excellent presentation skills
• Willingness or skills for a customer-oriented job
• Precision, loyalty, organization
• Experience as a trainer is an advantage
• Ability to work on weekends, upon necessity
• Ability to work on flexible shifts, upon necessity and agreed in advance

About the Company

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.